Complaints and feedback
We welcome compliments, suggestions, and complaints about our Support Coordination and Connection Services in Western Australia. Raising a concern will not reduce the support you receive from us.
How to contact us
Email contact@felixscc.au with the subject line “Complaint”, “Feedback”, or “Compliment”, or use our contact form. Tell us what happened, when, who was involved, and how you would like us to respond.
You may use an advocate, family member, or support person. You can ask us to communicate in a way that works for you (for example larger text, phone call, or Easy Read). See also the Easy Read complaints page.
What happens next
- We acknowledge complaints within 2 business days where contact details allow.
- We aim to resolve most complaints within 21 days. Complex matters may take longer; we will tell you why and keep you updated.
- We treat complaints confidentially as far as possible, and only share information with people who need to know to resolve the issue.
- You will not be disadvantaged for making a complaint in good faith.
External pathways
You can complain to Felix SCC and/or to the NDIS Quality and Safeguards Commission at any time. You do not have to complain to us first.
- NDIS Commission phone: 1800 035 544 (free call from landlines)
- NDIS Commission web: Complaints and feedback
- More about the Commission: ndiscommission.gov.au
Safety and urgent harm
If someone is in immediate danger, call 000. Your rights, advocacy options, and how to contact the NDIS Commission are on our safety page. Allegations of violence, abuse, neglect, or exploitation are also covered on our safeguarding page and should be raised with us and, where appropriate, police and the NDIS Commission.